Help Desk Analyst
Company: The Computer Merchant
Location: Chelsea
Posted on: March 16, 2023
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Job Description:
JOB TITLE: Help Desk Analyst JOB LOCATION: Boston, MA WAGE
RANGE: 35-38/hr JOB NUMBER: 23-00616 JOB DESCRIPTION The Help Desk
Analyst provides IT technical support to users working on site or
remotely as a first level support. The Help Desk Analyst reports to
the Manager of Service Delivery and plays a pivotal role in the IT
Departments customer service strategy. As the first line of
support, the Help Desk Analyst will respond to calls, emails and
tickets in a professional and supportive way attempting to resolve
as many requests as possible or assigning them to the next level of
support within the organization. DUTIES & RESPONSIBILITIES: In
specific the MBTA IT Help Desk Analyst will perform he following
duties:Support / troubleshoot a wide range of software applications
and hardware systems for our end user community in order to enable
them to complete their job Monitor help desk ticketing system,
ServiceNow, for tickets assigned to the help desk to process or
triage tickets to other support groups. Respond quickly and
effectively to requests received through the IT Help Desk Manage
the onboarding of new users, creating AD, email, application and
VPN accounts Manage the proper off boarding process when disabling
an MBTA account Provide remote access/VPN support and training
Utilize remote control to take over of a users desktop in order to
resolve issues Respond to each inquiry, whether from a customer,
vendor or coworker in a professional and courteous manner Leverage
internal and external resources (knowledge bases, manuals, and
support sites, vendors) to answer questions and resolve issues. Be
an advocate for the end user to ensure he or she receives high
quality and timely service and support from the entire IT
organization. Adhere to the rules, regulations, collective
bargaining agreements and policies of the Authority including the
EEO, Anti-discrimination, and Anti-Harassment, and AntiRetaliation
policies. Perform related duties and projects as assigned MINIMUM
REQUIREMENTS/QUALIFICATIONS: Outstanding troubleshooting skills
Have excellent customer service skills Be able to work as part of a
team Two (2) years of experience in help desk support or related
experience. High School Degree or equivalent The ability to learn
new technologies and applications. Possess solid written and verbal
communication skills. Be a mature, self-motivated, professional
able to work in a fast paced, changing environment. The ability to
pass: background screenings, a Criminal Offender Record Information
(CORI) check In addition, the MBTAs medical requirements, including
a physical examination and drug and alcohol screening. Have a
satisfactory work record including overall employment, job
performance, discipline and safety records. The ability to work
effectively with a diverse workforce. PREFERENCES INCLUDE: A
Bachelors or Associates Degree from an accredited institution in
Computer Science, Business or a related field. Certifications for
supporting PC hardware and software. Equal Opportunity Employer
Veterans/Disabled While an hourly range is posted for this
position, an eventual hourly rate is determined by a comprehensive
salary analysis which considers multiple factors including but not
limited to: job-related knowledge, skills and qualifications,
education and experience as compared to others in the organization
doing substantially similar work, if applicable, and market and
business considerations. Benefits offered include medical, dental
and vision benefits; dependent care flexible spending account;
401(k) plan; voluntary life/short term disability/whole life/term
life/accident and critical illness coverage; employee assistance
program; sick leave in accordance with regulation. Benefits may be
subject to generally applicable eligibility, waiting period,
contribution, and other requirements and conditions.
Keywords: The Computer Merchant, Chelsea , Help Desk Analyst, Professions , Chelsea, Massachusetts
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